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It's been over a month for me. My case hasn't been touched, except for one automated "read the FAQ" update. Lost my ETH transaction. Thousands are having the
by mv4 9y ago
It's been over a month for me. My case hasn't been touched, except for one automated "read the FAQ" update. Lost my ETH transaction.
Thousands are having the same issue (lack of support), based on Twitter alone.
Tweeting at the CEO is useless, unless you're someone famous.
The really sad part - with the amount of money they are making ($1B/yr), they should be able to handle support. It's only several categories (account verification, transfer delays, lost transactions) that can be easily parsed/routed, and even answered to, programmatically in 80% of cases.
- ianwalter 9y agoI'm in the same situation. I'd even be willing to pay a much higher transaction fee for them to resolve it, but they don't seem to care. I switched to Gemini and have been much happier with them.
- hellcow 9y agoI actually founded a company that does ML-based customer service alongside humans. https://www.abotlabs.com https://www.abotlabs.com If anybody at Coinbase wants to reach out, I can probably automate 20-50% of your queries with integrations into your backend systems. Email is in my profile.
- tw1010 9y agoAwesome, I'd love it if you could help Coinbase resolve poor OPs problem swiftly and economically with the warm friendly response of a robotic rejection.
- jlgaddis 9y agoYeah, I'm sure that "instant replies" are exactly what CoinBase customers are longing for. /s
- SwellJoe 9y agoThey already have a chat with instant replies...that point you to a website with the answer they should have just linked you to when you went searching for the answer. I had to go through this rigamarole to reset my 2FA because my phone had to be reset and I didn't have backups of my Google Authenticator keys. The process went something like this: 1. Search docs for how to deal with lost 2FA device. Find entry about it. 2. Docs say, "contact support to blah blah blah" with a link to a realtime chat thing for support. 3. Ask question in chat thing. 4. Receive a link to a web page with a description of what to do from the chat bot 5. Follow those instructions, which involve logging in with a different browser (or incognito) and clicking "lost my device". 6. Verify identity, etc. etc. which finally gets the ball rolling on fixing the problem, which takes a couple of days, as I think it actually involves a human at this point, though I never actually talked to one. It wasn't super painful, but it made me think, "What idiot came up with this? Why would I want to talk to chat bot only to have it take me to the web page that it should have directed me to in the first place when I was looking at the documentation?"
- mv4 9y agoMy initial comment wasn't clear. My point was - there are tens of thousands of open, unanswered cases there. But it's only a handful of distinct categories. Meaning cases can be programmatically categorized, and handled by Support employees in batches. I've done tech support before, and you can make a small team very effective with some organization and good automation. Also, don't underestimate an importance of a ticket update (any update). If you observe a few open cases on Reddit or Twitter, you will see that the worst thing you can do is say nothing - no ETA, not even an acknowledgement... it's the complete silence that makes people freak out and open multiple cases, spam multiple channels, only aggravating the problem.
- DoofusOfDeath 9y ago> I actually do ML-based customer service. An alternative business model: An ML-based recommender for Coinbase's customers for how best to obtain satisfaction. The revenue model would be a little harder to design, but you might help more deserving people.
- mv4 9y agoSo far, the most effective way for a CB customer to obtain satisfaction has been calling out a CB employee on Reddit by name (who also happen to be active Reddit users) with a case number, at which point said employee personally looks at the issue and provides an update.
- NicoJuicy 9y agoWith what did you integrate yet? I'm looking for a solution like ecommerce in different languages
- hellcow 9y agoWe integrate into most of the major eCommerce platforms and automate common tasks out-of-the-box: returns, exchanges, order tracking, etc. We support multiple languages. Shoot me an email and I'll see if we can help.
- aurelius12 9y agoThey're in the process of ramping up pretty seriously I think. http://fortune.com/2018/01/22/coinbase-tina-bhatnager-twitter/ http://fortune.com/2018/01/22/coinbase-tina-bhatnager-twitte...
- FireBeyond 9y agoHah. They've been "ramping up" for over a year now. That message has been pushed all through 2017.
- mcherm 9y ago"Ramping up" explains many days of delays. It does not explain many MONTHS of delays.
- sitepodmatt 9y agoBot support sucks. Revolut is a case study in this #fail. Make things clear and idiot proof is a better path to avoiding time answering simple questions. I missed the days of some human on the end of a mechanical turk task copy and pasting some loosely related canned answer when with dealing with bots.
- tluyben2 9y agoWith Revolut at least you can just pay for better support; with most services you cannot.
- hw 9y agoTotally agree. Bot support is one of the worst things you can do for your customers. Especially in Coinbase's case where there's $ involved, auto bot responses piss off customers wanting their $ in time. AI is a long way from being at the forefront of customer support. At best AI works well as a complementary tool for customer support agents to help their customers, but not be the customer support agent itself. What Coinbase needs to do is shore up their support team.
- karmapolic 9y agoget a linkedin premium for trial and inmail one of the top level executives.
- mv4 9y agoThis has been tried, to no avail. I ended up speaking with one of their board members.
- tyingq 9y agoPublic humiliation trumps private escalation. There's really no excuse for a 5 month old customer facing ticket with real notable amounts of money involved. I'd be sorely embarrassed, and it appears they are. At the very least they need a sensible way to separate issues involving real money to be in a different priority bucket with actual escalation.
- nnd 9y agoDoes anyone still read inmails, really?
- ben174 9y agoThey are going to lose their reign if this keeps up. Seems like it's time for them to shift focus.
- jliptzin 9y agoI lost my eth transaction when I wanted to buy at around $180...still waiting to hear back from them about my purchase that went through but then mysteriously didn't.
- yeukhon 9y ago$1B? That’s insane. I know I know the transaction fee... but wow. So many startups like Dropbox can’t even make $1B for a long time until recently.
- newyankee 9y agoI am in the same boat and have had my personal health deteriorate because of this.
- mynewtb 9y agoDon't gamble with your personal health. Please try to find professional support.